Senior IP Customer Engineer

HKT; Manila; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

HKT is seeking an experienced Network Operations Specialist to provide Level2 operations support for IP-based services (Layer2 VPN, Layer3 MPLS, Global Internet Access, SDWAN) to PCCW Global clients from Manila. You will work with the NOC and core engineering to resolve issues and ensure service continuity.

The role requires strong IP knowledge, CCNP/CCIE level certification or Juniper credentials, and a willingness to participate in 24/7 on-call rotations to support a global client base.

Qualifications

• 5+ years of relevant network support experience.
• CCNP/CCIE level or Juniper certification is a plus.
• Knowledge of IP/IPv6/BGP/MPLS/SDWAN with cloud tech.
• Good written and verbal communication.
• Willingness to work rotating shifts.

Responsibilities

• Provide Level2 operational support for IP-based services remotely and on-site as needed.
• Resolve customer issues and act as escalation point for NOCs.
• Collaborate with core engineering to resolve complex problems and implement solutions.
• Support migrations and additional products including NNI/Cloud NNI.
• Participate in ad hoc team tasks and be on-call 24/7 to ensure service continuity.

Skills

IP/IPv6

BGP/MPLS/IPSec

SDWAN

Cloud tech

Communication skills

Tools

Cisco IOS-XR

JunOS

Linux

Iperf

Job description

Job Description:

Shift Hours:1400 - 2300

Job purpose:

To provide Level2 operations support of IP based services and ad hoc on-site support to PCCW Global client base, and ad hoc “smart hands” support to other Business Units.

Key responsibilities:

• Carry out effective & quality customer service on all International IP services, including Layer2 VPN, Layer3 MPLS, Global Internet Access, SDWAN, Managed Router/Firewall Services
• To resolve customer issues by providing technical support mainly remotely, on ad hoc basis on-site;
• Provide 2nd level support to the NOCs for such services and be an escalation point for such issues;
• Work with the core engineering team to resolve higher level problems and implement solutions per request;
• Participate in Migrations and support of additional products as needed, including NNI/Cloud NNI.
• Perform tasks within Virtual Team structures on an ad hoc basis;
• Provide support within a global team to ensure proper handover of tasks/activities to ensure 24 x 7 support to PCCWGlobal client base (external/internal);
• Ad hoc activities as assigned by Management from time to time;
• To be 24/7 on-call, and be participated in the team`s on-call routine to ensure around clock support.

Minimum Experience/Qualifications:

• Strong knowledge in IP/IPv6/BGP/MPLS/IPSec SDWAN, Network Technology coupled with Cloud Technologies
• At least Five (5) Years of relevant working experience
• At least CCNP/CCIE level of experience or knowledge, Certification in Juniper is an added advantage
• Know the following Technology/tools/OS an added advantage, Iperf, Cisco IOS-XR/JunOS, Linux, Layer 1 Troubleshooting tools
• Good written and verbal communication
• Amenable to working shifting schedules

Profile:

• Customer-oriented, self-motivated and tactful in dealing with other people across different functions;
• Well versed in spoken English
• Good communication (especially telephonic), presentation and interpersonal skills;
• Team player;
• Self-starter.

Requirements: